Customer Support Representative

JOB PURPOSE

The Customer Support Representative Level 1 is responsible for providing outstanding service to our customers by handling inquiries, resolving issues and offering product and service information. This role serves as the first point of contact for customers, ensuring their needs are met efficiently and professionally. The primary objective is to enhance customer satisfaction, loyalty and retention by delivering high-quality support and fostering positive customer relationships.

JOB DUTIES AND RESPONSIBILITIES

• All job responsibilities are performed with supervision, are considered on the job training and closely monitored. Responds to internal and external customers with a positive attitude, in a timely manner and with accurate information (via phone, email or fax). This includes order status, order expedites and changes, pricing, product availability and lead-times, replacements, returns and shortages. Records all pertinent notes in SAP.
• Accurately enters and reviews customer purchase orders and provide customers with feedback of any discrepancies related to pricing, quantity, obsolete material etc. Review order reports as necessary to ensure that orders are error free.
• Has basic knowledge of the company’s products and policies. Suggests product alternatives and solutions to product issues in the form of level 1 troubleshooting.
• Displays knowledge of competitive products and has the ability to research through the internet and other resources for additional competitive information.
• Works cross-functionally with all parties inside and outside of Sloan, anticipating customer’s needs and providing solutions. Level 1 CSR's handle routine situations and simple requests.
• Other duties and responsibilities as required.

REQUIRED QUALIFICATIONS

• High School Diploma or GED
• 1+ Years Relevant Experience in Customer Support
• Basic project management skills and excellent organizational skills.
• Excellent customer service skills.
• Experience with computers and Microsoft Office Suite of software including Word and Excel.
• Proven ability to develop and maintain positive working relationships in a demanding work environment, with co-workers, supervisors and customers.

PREFERRED QUALIFICATIONS

• Bachelor's Degree
• 2+ Years Relevant Experience in CSR
• A passionate customer advocate.
• A strong sense of urgency for exceeding customer expectations.
• Ability to effectively use office automation and communication software and tools
• Ability to work in teams and cross-functionally within the organization.
• Data analysis skills.
• SAP experience.

US Shift : 02pm IST to 10:30pm IST